Gateshead Council expands home repairs service to boost customer support
Our home repairs service has significantly expanded its capacity this year with the creation of 40 new local jobs - a move that is improving services for tenants while delivering better value for money.
The new positions include skilled tradespeople such as plasterers, bricklayers, joiners, and plumbers, alongside a number of Customer Advice and Support Officer roles, dedicated to improving customer service, helping residents with repair enquiries, offering guidance on home improvement grants and funding, and providing lifestyle advice to help maintain homes. They can also refer residents to other council services where appropriate, including for example in cases of anti-social behaviour.
The recruitment drive was funded through a £3 million saving made by reducing reliance on external contractors. In addition, more services have now been brought in-house - including roofing, fencing, empty home clearances, remedial repairs, and locksmithing - helping the council save further money while delivering faster, higher-quality repairs.
The cost savings have also allowed the service to introduce a specialist damp and mould team, whose sole responsibility is to respond quickly to tenant reports of damp and mould. By tackling these issues rapidly, the new team is preventing problems from spreading and improving quality of life for our customers. They also provide advice to tenants on steps they can take to prevent damp and mould from developing in their homes.
Overall, the expanded team is already making a difference, with repairs being completed more quickly and to a higher standard, and vacant homes being returned to a rentable condition faster, increasing housing options for those in need.
As part of ongoing improvements, the home repairs customer service opening hours will be extended from 1 September to make it easier for residents to get in touch. The new hours will be Monday to Thursday, 8am to 5pm, and Friday, 8am to 4.30pm.
Councillor Chris Buckley, Cabinet Member for Housing at Gateshead Council, said:
"Our tenants are at the heart of everything we do. This investment in our home repairs service means we can respond faster, deliver higher-quality repairs, and provide exceptional customer service. We're also creating skilled jobs for local people and ensuring we focus our resources where they matter most - supporting our residents and helping them to thrive."
Ian McLackland, Service Director for Repairs and Maintenance, added:
"The progress we've made in recent months is already having a real, positive impact on the lives of our tenants. We've listened carefully to feedback and shaped our service to meet the needs of our residents. By bringing more work in-house, adding specialist teams, and focusing on customer care, we're making repairs quicker, more efficient, and more responsive than ever before."
You can report a home repair online, call 0800 408 6008, or email [email protected].
Our home repairs service has significantly expanded its capacity this year with the creation of 40 new local jobs - a move that is improving services for tenants while delivering better value for money.
The new positions include skilled tradespeople such as plasterers, bricklayers, joiners, and plumbers, alongside a number of Customer Advice and Support Officer roles, dedicated to improving customer service, helping residents with repair enquiries, offering guidance on home improvement grants and funding, and providing lifestyle advice to help maintain homes. They can also refer residents to other council services where appropriate, including for example in cases of anti-social behaviour.
The recruitment drive was funded through a £3 million saving made by reducing reliance on external contractors. In addition, more services have now been brought in-house - including roofing, fencing, empty home clearances, remedial repairs, and locksmithing - helping the council save further money while delivering faster, higher-quality repairs.
The cost savings have also allowed the service to introduce a specialist damp and mould team, whose sole responsibility is to respond quickly to tenant reports of damp and mould. By tackling these issues rapidly, the new team is preventing problems from spreading and improving quality of life for our customers. They also provide advice to tenants on steps they can take to prevent damp and mould from developing in their homes.
Overall, the expanded team is already making a difference, with repairs being completed more quickly and to a higher standard, and vacant homes being returned to a rentable condition faster, increasing housing options for those in need.
As part of ongoing improvements, the home repairs customer service opening hours will be extended from 1 September to make it easier for residents to get in touch. The new hours will be Monday to Thursday, 8am to 5pm, and Friday, 8am to 4.30pm.
Councillor Chris Buckley, Cabinet Member for Housing at Gateshead Council, said:
"Our tenants are at the heart of everything we do. This investment in our home repairs service means we can respond faster, deliver higher-quality repairs, and provide exceptional customer service. We're also creating skilled jobs for local people and ensuring we focus our resources where they matter most - supporting our residents and helping them to thrive."
Ian McLackland, Service Director for Repairs and Maintenance, added:
"The progress we've made in recent months is already having a real, positive impact on the lives of our tenants. We've listened carefully to feedback and shaped our service to meet the needs of our residents. By bringing more work in-house, adding specialist teams, and focusing on customer care, we're making repairs quicker, more efficient, and more responsive than ever before."
You can report a home repair online, call 0800 408 6008, or email [email protected].
